on 03-08-2021 10:36
For a few days now I've been getting intermittent broadband failures. Service cuts outs and logging into the hub it shows the broadband is down. After a few minutes (5 to 20), it comes back up again, and everything is fine for a few days then it repeats. Service status shows no issues in my area - area 26.
Hub logs show lots of errors, but not sure if there are anything to be concerned about:
Time Priority Description
03/08/2021 09:25:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:25:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:25:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:25:28 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:23:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:03:21 | Warning! | ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:37 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:18 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:19:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:18:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 09:18:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Is there anything that can be done, as if I phone VM then it will be working fine by the time I get through to Customer Support and they don't see a problem.
Answered! Go to Answer
on 09-08-2021 14:50
Just wanted to update this thread as it was a positive outcome in the end.
The engineer turned up on Friday, just as another engineer turned up for my neighbour who had been experiencing similar issues. It turned out the problem was with the network on the street, as well as a combination of bad connectors outside my property. Took a while to sort, but was all fixed by the very helpful engineer.
on 03-08-2021 13:49
on 03-08-2021 13:56
Thanks. I've set up a monitor, that looks really useful. Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 419000000 | -4.2 | 35 | 256 qam | 32 |
2 | 203000000 | -2 | 33 | 256 qam | 9 |
3 | 211000000 | -2.2 | 33 | 256 qam | 10 |
4 | 219000000 | -2.2 | 32 | 256 qam | 11 |
5 | 227000000 | -2.5 | 33 | 256 qam | 12 |
6 | 235000000 | -2.5 | 33 | 256 qam | 13 |
7 | 243000000 | -2.5 | 33 | 256 qam | 14 |
8 | 251000000 | -2.2 | 33 | 256 qam | 15 |
9 | 259000000 | -2.2 | 33 | 256 qam | 16 |
10 | 267000000 | -2.9 | 34 | 256 qam | 17 |
11 | 275000000 | -3.2 | 34 | 256 qam | 18 |
12 | 283000000 | -2.7 | 34 | 256 qam | 19 |
13 | 291000000 | -2.9 | 34 | 256 qam | 20 |
14 | 299000000 | -3.4 | 33 | 256 qam | 21 |
15 | 307000000 | -4 | 34 | 256 qam | 22 |
16 | 315000000 | -4.2 | 34 | 256 qam | 23 |
17 | 323000000 | -3 | 34 | 256 qam | 24 |
18 | 331000000 | -3.4 | 34 | 256 qam | 25 |
19 | 371000000 | -3.9 | 34 | 256 qam | 26 |
20 | 379000000 | -5.2 | 34 | 256 qam | 27 |
21 | 387000000 | -5.5 | 34 | 256 qam | 28 |
22 | 395000000 | -5 | 34 | 256 qam | 29 |
23 | 403000000 | -4.5 | 35 | 256 qam | 30 |
24 | 411000000 | -4.2 | 34 | 256 qam | 31 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35.5 | 452348 | 73904 |
2 | Locked | 33.3 | 4326001 | 524595 |
3 | Locked | 33 | 5112991 | 503768 |
4 | Locked | 32.3 | 7800752 | 473511 |
5 | Locked | 33 | 4409186 | 438041 |
6 | Locked | 33.3 | 4077036 | 416659 |
7 | Locked | 33.4 | 2378044 | 415035 |
8 | Locked | 33.9 | 1703370 | 429555 |
9 | Locked | 33.9 | 1457723 | 438625 |
10 | Locked | 34.3 | 1320730 | 426823 |
11 | Locked | 34.3 | 1252171 | 391759 |
12 | Locked | 34.3 | 1150981 | 334007 |
13 | Locked | 34.3 | 1069346 | 291880 |
14 | Locked | 33.9 | 975823 | 257771 |
15 | Locked | 34.3 | 901439 | 245288 |
16 | Locked | 34.3 | 877022 | 252469 |
17 | Locked | 34.3 | 872375 | 250326 |
18 | Locked | 34.3 | 835146 | 242793 |
19 | Locked | 34.4 | 781463 | 189548 |
20 | Locked | 34.4 | 807902 | 182453 |
21 | Locked | 34.4 | 780752 | 157981 |
22 | Locked | 34.4 | 750590 | 129367 |
23 | Locked | 35 | 591657 | 97435 |
24 | Locked | 34.9 | 503273 | 79180 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400009 | 48.3 | 5120 | 64 qam | 4 |
2 | 46200161 | 47.8 | 5120 | 64 qam | 3 |
3 | 53700443 | 48.8 | 5120 | 64 qam | 2 |
4 | 32600058 | 46.8 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
I had a lot of T3 timeouts when the issue was last being experienced.
on 03-08-2021 14:03
on 03-08-2021 14:56
Thanks for the help. Just had another "outage". Managed to snapshot the upstream and could see the timeouts again:
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 4 | 0 |
4 | ATDMA | 0 | 0 | 6 | 0 |
Restarted the router and can see errors are still showing almost instantly. Example:
1 | Locked | 35.7 | 97244 | 10172 |
2 | Locked | 33.8 | 181655 | 122963 |
3 | Locked | 33.8 | 180462 | 115716 |
4 | Locked | 33.8 | 177708 | 110450 |
5 | Locked | 33.9 | 170658 | 102138 |
6 | Locked | 33.9 | 161151 | 96088 |
7 | Locked | 34.4 | 156197 | 95397 |
8 | Locked | 34.4 | 157979 | 97213 |
9 | Locked | 34.4 | 156972 | 94119 |
10 | Locked | 34.4 | 157910 | 91081 |
11 | Locked | 34.4 | 158941 | 82661 |
12 | Locked | 34.4 | 154481 | 70398 |
13 | Locked | 34.9 | 148660 | 60221 |
Looks like I need an engineer...
on 03-08-2021 15:03
on 03-08-2021 15:29
Hi @whatme,
Welcome back to our community forums.
Sorry to hear you have been having intermittent service for a number of days. We can understand the frustration caused by this ongoing issue and we want to best help.
I have been able to access your account to take a look at this back end. The system has identified a connectivity issue that would cause performance related issues with your connection. We've automatically raised the issue to our network teams who will investigate and fix the fault in the area. We hope to resolve this for you as soon as possible.
In the mean time, please post the BQM when ready so we can further access this.
Thanks,
on 03-08-2021 16:11
Thanks. That's good to know something is wrong and hopefully can be fixed. Here is the graph from earlier, but obviously it was only set up earlier today so doesn't have much data yet:
on 03-08-2021 16:27
Thank you for letting me know @whatme.
Please repost in the next 24hrs so we can monitor your service while our team works on a resolution.
Thanks,
on 04-08-2021 11:22
I had a text last night saying everything had been resolved, but it looks like it's still an issue.
I've had three drop outs at least this morning - one whilst on a customer call which wasn't good!!
What is interesting is that whilst the broadband is down, my old Tivo box works fine, both picture quality and browsing internet content (movies to buy etc) using it's internal modem.
I also only have one channel showing on the upstream which I'm sure isn't right:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60299922 | 57 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
Downstream shows lots of errors still:
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 299036 | 186294 |
2 | Locked | 36.6 | 3306430 | 430340 |
3 | Locked | 37.6 | 3187653 | 420655 |
4 | Locked | 37.3 | 3309596 | 415107 |
5 | Locked | 37.3 | 3024974 | 397057 |
6 | Locked | 37.3 | 2672549 | 391577 |
7 | Locked | 37.6 | 2130740 | 391061 |
8 | Locked | 37.6 | 1933596 | 395740 |
9 | Locked | 37.3 | 1602925 | 401546 |
10 | Locked | 37.6 | 1376473 | 398519 |
11 | Locked | 37.6 | 1341265 | 386498 |
12 | Locked | 37.3 | 1338161 | 358246 |
13 | Locked | 37.6 | 1207614 | 336605 |
14 | Locked | 37.3 | 1100968 | 316989 |
15 | Locked | 37.6 | 918019 | 314323 |
16 | Locked | 36.6 | 996039 | 318030 |
17 | Locked | 37.3 | 826082 | 316190 |
18 | Locked | 37.3 | 733851 | 317649 |
19 | Locked | 37.6 | 504027 | 290318 |
20 | Locked | 37.6 | 509272 | 287570 |
21 | Locked | 37.3 | 519842 | 267126 |
22 | Locked | 37.3 | 479084 | 245338 |
23 | Locked | 37.3 | 409381 | 208835 |
24 | Locked | 37.6 | 345251 | 186788 |
Any help would be appreciated.